Case Study: Topicals boosts pre-sales sales and reduces returns with Gorgias Automate

How Topicals Used Automate to Improve the Pre-Sales CX and Boost Sales by 78%

Topicals, a skincare brand focused on science-backed products and mental health advocacy, was struggling with high return rates because customers often chose the wrong product or used items incorrectly. Using Gorgias and its Automate product, including AI Agent and Flows, Topicals needed a better way to provide pre-sales education, personalized product guidance, and faster support than their previous helpdesk, Zendesk, could offer.

Gorgias implemented automated chat flows and FAQ responses to give shoppers 24/7 product recommendations and usage help, while still routing complex issues to human agents when needed. The result was a 78% increase in sales from support, 69% of tickets handled by automation, a 37% faster first response time, a 52% faster resolution time, and a 4.8/5 CSAT score, with fewer returns and more confident purchases.

Topicals

Deja Jefferson

Customer Experience Manager